is it me or is it the game?The games keeps freezing predator helios neo 16,

rwstutler
rwstutler Member Posts: 2 New User
edited May 10 in Predator Laptops

new predator helios neo 16, playing star trek fleet command. the game keeps freezing and has to go to task manager to close. are my settings wonked or is it their game?

[Edited the thread to add model name to the title]
[Edited the thread to add issue detail]

Answers

  • Puraw
    Puraw ACE, Member Posts: 16,605 Trailblazer

    Hi, update your PHN16-7x BIOS and upgrade to Windows11 24H2, reinstall Predator Sense from the Microsoft Store and uninstall programs running at the background that you don't use. Open Task Manager-Processes and click on the Processes column header that will show how many background apps are running if more than 75 uninstall some in Windows Add or Remove programs, also disable the Startup programs you don't need in Task Manager-Startup. Check the GPU-CPU temperatures if overheating use Best Power Efficiency mode in Windows Power & Battery settings. After you crash open Reliability History-Problem reports and copy the .txt files to WordPad, attach that to your reply (not as a picture), open Event Viewer and check Critical Errors at the time of the last crash, if you see anything related to Nvidia or VGA you may have a bad dGPU driver that you can uninstall with DDU in Safe Mode, click on Clean and Restart (see red arrow on picture), Windows will offer a new Optional driver in Check for Updates that you install.

    DDU screen.jpg
  • rwstutler
    rwstutler Member Posts: 2 New User

    Source
    prime.exe

    Summary
    Stopped working

    Date
    ‎5/‎9/‎2025 10:56 PM

    Status
    Report sent

    Description
    Faulting Application Path: C:\Games\Star Trek Fleet Command\Star Trek Fleet Command\default\game\prime.exe

    Problem signature
    Problem Event Name: APPCRASH
    Application Name: prime.exe
    Application Version: 2021.3.41.23198
    Application Timestamp: 6697d514
    Fault Module Name: ntdll.dll
    Fault Module Version: 10.0.26100.3912
    Fault Module Timestamp: bae89f93
    Exception Code: c0000005
    Exception Offset: 0000000000062673
    OS Version: 10.0.26100.2.0.0.768.101
    Locale ID: 1033
    Additional Information 1: 5eb8
    Additional Information 2: 5eb88aadd224902eb6f83b728d23ae6c
    Additional Information 3: 7279
    Additional Information 4: 727953fc215820154d16698c791814f9

    Extra information about the problem
    Bucket ID: b810abba4868470cc86e9d59df7b7b6d (1760517513675504493)

  • Puraw
    Puraw ACE, Member Posts: 16,605 Trailblazer

    Hi, assuming that you did what I suggested above, also contact Scopely, the game's developer, for further support, that game may have issues running in Windows11 24H2.

  • fzmuhammad
    fzmuhammad Member Posts: 5 New User

    It could be a bit of both — Predator Helios Neo 16 should easily handle Star Trek Fleet Command, so try running the game with the dedicated GPU via NVIDIA Control Panel and disable any overlays (like GeForce Experience or Xbox Game Bar). Also, check if the game runs better in compatibility mode or as an admin. If it still freezes, it's likely a game-side issue needing patching.

  • Axxo
    Axxo Member, Ally Posts: 1,660

    If games on your Predator Helios Neo 16 freeze, try updating drivers, particularly for your graphics card, and then reinstalling them. If the freezing persists, consider running a memory diagnostic tool, a clean boot, and the Intel Diagnostic tool. Finally, you can also try a refresh or reset of the operating system as a last resort.
    Troubleshooting Steps:

    1. Update and Reinstall Drivers:
      Go to NVIDIA's website or AMD's website to download the latest graphics drivers for your laptop.
      Uninstall the current drivers from Device Manager (go to Device Manager -> Display adapters -> right-click on your GPU -> Uninstall device).
      Restart your computer and then install the newly downloaded drivers.
    2. Run Memory Diagnostic Tool:
      Open the Command Prompt as administrator and type mdsched.exe.
      Follow the on-screen instructions to run the Windows Memory Diagnostic tool.
    3. Clean Boot:
      Press Windows key + R, type msconfig, and press Enter.
      Go to the Services tab, check "Hide all Microsoft services", and then disable all other services.
      Go to the Startup tab and click "Open Task Manager".
      Disable all entries in the Startup tab.
      Apply the changes and restart your computer.
    4. Run Intel Diagnostic Tool:
      Download and run the Intel Diagnostic Tool from the Intel website.
      Follow the tool's instructions to diagnose potential CPU issues.
    5. Reinstall Operating System (If Necessary):
      This is a more drastic step, but it can be effective if other solutions fail.
      Backup your important files first, then go to Settings -> Update & Security -> Recovery -> Get Started -> Reset this PC.
      Additional Tips:
      Check for Overheating:
      Monitor your CPU and GPU temperatures during gaming. You can use software like HWMonitor or AIDA64 to check temperatures.
      Adjust Power Settings:
      Try switching the power plan from "Acer" to "High Performance" or vice versa to see if it affects stability. Also, consider using a cooling pad or turning off your laptop when not in use to help manage temperatures.
      Check for Conflicts:
      Make sure there are no conflicting drivers or software running in the background that might be causing issues.
      Consider a Refresh or Reset:
      If the issue persists, you can try a refresh (keeping your files) or a reset (removing everything) of your operating system
    ————————————————————-

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